How do you make sure that adequate follow-up measures have been taken to resolve customer complaints the first time, so that potential return customers aren't turned off for good? One way is through software for customer-complaint resolution and corrective action tracking such as that offered by Lynk Software Publishing Inc..
This month Scottsdale, Ariz.-based Lynk will offer a new system called Sierra Vista Customer Response Management. The program begins tracking upon receipt of a customer complaint. The status of the complaint and its resolution is updated with each new action. Using comprehensive reports and charts, the system also helps managers by pinpointing the causes of recurring problems.
Sierra Vista involves the entire company in the resolution process, not just the help desk. Problem investigation and resolution can be assigned directly to the operations unit involved.